Our client, Boss Telecom Ltd, is seeking a highly motivated and experienced Customer Support & Fibre Operations Supervisor to lead our customer support team while coordinating fibre installation and service delivery operations. The ideal candidate will possess strong customer service leadership skills, technical knowledge of fibre internet services, and the ability to bridge the gap between customers, field technicians, and network operations teams.
Key Responsibilities
Supervise and support the Customer Support team to ensure timely and professional handling of customer inquiries and complaints.
Coordinate fibre installation schedules and ensure successful service activations.
Act as the primary liaison between Customer Support, Fibre Installation Teams, and Network Operations.
Monitor installation turnaround times and ensure compliance with Service Level Agreements (SLAs).
Handle escalated customer issues and coordinate technical fault resolution.
Review installation reports and verify successful activations.
Track recurring customer issues and recommend operational improvements.
Maintain accurate customer records and prepare operational performance reports.
Train, coach, and mentor customer support staff.
Ensure customers receive accurate technical guidance regarding installation requirements and service usage.
Qualifications & Experience
Diploma or Degree in Telecommunications, ICT, Computer Science, Business Administration, or a related field.
Minimum 3 years' experience in telecommunications, ISP operations, or fibre internet service delivery.
At least 1–2 years' experience in a supervisory or team leadership role.
Experience supporting FTTH (Fibre-to-the-Home) customers and coordinating fibre installations.
Strong leadership, communication, and problem-solving skills.
Experience using CRM systems, ticketing platforms, and telecom operations tools.
Technical certifications such as CCNA, MikroTik, Ubiquiti, Fibre Optics, or related qualifications will be an added advantage.
Technical Skills & Knowledge
Good understanding of FTTH network architecture and deployment processes.
Knowledge of fibre installation standards, splicing, termination, testing, and activation procedures.
Ability to diagnose and coordinate resolution of connectivity issues including signal loss, ONU/ONT faults, router configuration, and customer premises equipment (CPE) issues.
Familiarity with GPON technology and fibre network operations.
Knowledge of network monitoring and ticketing systems.
Ability to interpret installation reports, signal readings, and technical fault reports.
Experience coordinating field technicians and installation teams.
Knowledge of Wi-Fi networking, router configuration, and basic LAN troubleshooting.
Understanding of Service Level Agreements (SLAs) and incident management processes.
Key Competencies
Customer-centric mindset
Team leadership and people management
Excellent communication and interpersonal skills
Strong organizational and coordination abilities
Technical problem-solving capability
Attention to detail and follow-through
Ability to manage multiple priorities effectively
How to Apply
Interested and qualified candidates should forward their CV to: hr@mybestjobs.co.ke using the position as subject of the email.
